Client Relationship Specialist

Orion•Omaha, NE

3d•Hybrid

About The Position

The Client Relationship Specialist delivers exceptional service and proactive relationship support to advisors in an assigned territory, while supporting a shared portfolio of relationships. The role combines relationship management, advisor enablement, operational execution, and AI-assisted service delivery to provide an efficient, personalized, and consistent advisor experience. The specialist uses approved AI-enabled tools to support research, summarize interactions, identify advisor insights, resolve issues, and reduce administrative effort while applying human judgment, accuracy, and accountability in a fast-paced, highly regulated financial environment. This is a hybrid role requiring at least three days per week on-site at one of the listed office locations. Candidates should live within commuting distance of an office. Work location may change based on business needs. The specialist responds to advisor inquiries, guides advisors on platforms and processes, manages requests through resolution, supports trades and account servicing, and contributes to service improvements. The role requires strong attention to detail, compliance awareness, clear communication, and responsible use of AI tools, including validating outputs and protecting sensitive information.

Requirements

Bachelor’s degree in Business, Finance, or a related field; equivalent experience may be accepted in lieu of a bachelor’s degree.
At least two years of experience in client service or financial services.
Strong communication and relationship management skills.
Ability to thrive in a team-based, shared service model.
Ability to manage multiple priorities in a fast-paced environment.
Problem-solving mindset and strong attention to detail.
Professionalism when handling complex or sensitive situations.
Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
Comfort using approved AI-enabled tools, automation, knowledge resources, and digital workflows to improve productivity, service quality, advisor support, and continuous improvement.
Responsible use of AI, including understanding appropriate use cases, validating outputs, protecting sensitive information, and escalating when human review or additional guidance is needed.
Curiosity, adaptability, and a continuous improvement mindset as service workflows, technology, and advisor expectations evolve.
Ability to manage stakeholder relationships directly and work effectively with people at all organizational levels.

Nice To Haves

Experience with CRM platforms such as Salesforce.

Responsibilities

Support advisors in an assigned territory within a team-based servicing model and shared coverage structure.
Respond to advisor inquiries by phone, email, and chat, providing timely and accurate resolution.
Build relationships and familiarity with advisors and collaborate with teammates to balance workload and maintain service coverage.
Guide advisors on systems, custodial requirements, workflows, platform capabilities, policies, procedures, and best practices.
Educate advisors on Orion platforms, systems, and tools to support adoption and reduce service friction.
Use AI-generated insights, engagement trends, service history, and knowledge resources to identify proactive outreach, education, and service improvement opportunities.
Use approved AI tools and automation to research inquiries, summarize interactions, draft communications, categorize cases, identify next steps, and improve follow-up quality and efficiency.
Anticipate advisor needs, identify service risks, and use service data to help improve advisor satisfaction.
Manage advisor requests from intake through completion by analyzing issues, identifying solutions, coordinating with internal teams, and ensuring timely resolution.
Provide financial trade assistance, including point-of-call trade processing support and online trade execution.
Identify and resolve documentation issues, including NIGO items, and help prevent recurrence through improved guidance and workflow awareness.
Process daily servicing work, including account management and call support.
Maintain a high-service approach that promotes advisor confidence, trust, and long-term relationship satisfaction.
Meet or exceed service metrics for quality, timeliness, productivity, first-contact resolution, and advisor satisfaction.
Provide clear status updates to advisors and internal stakeholders.
Contribute ideas and feedback to improve processes, AI-enabled workflows, knowledge resources, and the advisor experience.
Build cross-functional relationships with Service, Sales, Operations, Compliance, Technology, Product, and other internal teams.
Support team initiatives and projects as needed.
Share successful AI use cases, workflow improvement ideas, and lessons learned with peers and leaders.
Follow regulatory and company requirements in a high-risk financial environment and maintain accuracy across servicing activities.
Validate AI-generated recommendations, communications, summaries, and next steps before using them with advisors or internal stakeholders.
Protect sensitive information and apply appropriate judgment when using AI tools, automation, and digital workflows.